Wow, talk about timely, Seth Godin posted today about useless questions asked by businesses to their customers.
This past weekend I found myself experiencing the worst service I have ever had while dining out. When my food arrived it was missing parts of the order, a soup spoon, crackers/bread and to top it off my drink was empty. The guy dropped it off and took off before I could inquire.
After waiting 10 minutes I finally flag a MGR down, explain it to her and she assures me that my waitress will be on top of it for the remainder of the meal. 5 more minutes pass and MGR walks back up to my table, still devoid of fresh drinks, devoid of bread and devoid of a soup spoon....
"So, things getting better?" She asks. Did she not even survey the table before asking? Had she not remembered my problems from 5 minutes ago?
If you are going to engage a customer, if you plan on asking them questions...give them the CONFIDENCE that you are listening and that you are prepared to take action to resolve their concerns.
Does your company simply hear your customers or do you listen to them?
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